教師資料查詢 | 類別: 期刊論文 | 教師: 施盛寶 Shih, Sheng-pao (瀏覽個人網頁)

標題:Information technology customer aggression: The importance of an organizational climate of support
學年103
學期1
出版(發表)日期2014/09/01
作品名稱Information technology customer aggression: The importance of an organizational climate of support
作品名稱(其他語言)
著者Shih, Sheng-Pao; Lie, Ting; Klein, Gary; Jiang, James J.
單位淡江大學資訊管理學系
出版者Amsterdam: Elsevier BV
著錄名稱、卷期、頁數Information &; Management 51(6), pp.670–678
摘要Information technology personnel are often ill prepared to react in a positive fashion to the aggressive communications from their customers, the users. Being able to regulate the emotions spiked by aggressive customer behavior is important to the long term health and retention of IT employees. Surface acting responses, the ability to display false emotions to mask strong emotions, is common, but not better for the long term health of the individual or organization. Deep acting responses, where emotional responses are modified to encourage expected behavior, are the better response and can be promoted with an organizational climate of support. A model derived from emotion response theory demonstrates these relationships hold for IT employees, who tend to be more introverted than most employees and often react differently to aggressive communication from customers. The model is verified with a sample of IT employees in Taiwan companies. Organizations should provide a climate of support for IT personnel and train them on how to respond appropriately to customer aggression through emotion regulation strategies in a direction that promotes better relationships.
關鍵字Customer aggression; Emotional labor; Organizational climate of support; Job satisfaction
語言英文
ISSN0378-7206
期刊性質國外
收錄於SSCI;
產學合作
通訊作者Lie, Ting
審稿制度
國別荷蘭
公開徵稿
出版型式,電子版
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